Omnichannel Services (Telecom) Engineer - Remote - DriveTime

Whats Under the Hood

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.

The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.

Thats Nice, But Whats the Job?

DriveTime Needs an OCS Engineer

As an Engineer for Omnichannel Services (OCS), you will be responsible for the implementation and support of various telephony and omnichannel related technologies and applications. Your role will include providing subject matter expertise on specific technologies within the Omnichannel portfolio, as well as participating in the deployment of projects and internal initiatives. You will also act as tier two support for internal customers.

Your daily operational support will involve troubleshooting user issues and completing user requests. You will manage the day-to-day ticket queue as needed and analyze request and incident reports to identify trends and be a supporting role on team projects. Additionally, you will assist with the day-to-day management of the environment to maintain service level up times and availability.

As part of your role, you will support OCS teammates during service interruptions by managing vendors and communicating status to the management team. You will also be responsible for cloud system administration, including troubleshooting, maintenance, and management.

You will support the identification and collection of metrics and performance reporting processes. You will coordinate with cross-functional teams and vendors to execute system patches, upgrades, and scheduled maintenance. Additionally, you will be a technical resource for supporting and troubleshooting vendor products/solutions.

Finally, as an Engineer for OCS, you will partner with multiple lines of business to provide support, guidance, and updates on call center activities. In summary, this role will require technical proficiency, collaboration skills, and excellent problem-solving abilities to support the OCS portfolio effectively.

Relevant Technical Skills:

The OCS Engineer is NOT expected to know all of the skills at any given point in their career. The critical skills will depend on his/her current level and specific responsibilities within IT organization. Instead, this list includes typical skills that an Engineer MAY be required to demonstrate over the course of this role.

• Telephony/Omnichannel Technologies:
  • Ticket queue management
  • Cloud Contact Center - Genesys CX preferred.
  • IVR (Interactive Voice Response) - Genesys CX preferred.
  • ACD (Automatic Call Distribution) Call Routing - Inbound and Outbound Voice - Genesys CX preferred.
  • Outbound Campaign Dialer - Genesys CX preferred.
  • Call Recording and Analytics - Genesys CX preferred.
  • Contact Center Reporting - Genesys CX preferred.
  • SBC (Session Border Controller) - Oracle Acme Packet Preferred
  • VoIP/SIP Endpoints - Polycom preferred.
  • Circuit and Tollfree Number Routing
  • SIP/VoIP Networking Architecture
  • Network Performance Management Technologies: WireShark, ExtraHop
  • Various software and IT skills

So, What Kind of Folks Are We Looking for?

The Specifics

• Incident Management: 2 to 3 years relevant work experience
• Bachelors Degree or any equivalent combination of education, training and/or work experience
• In depth understanding of call center acumen, operations, strategy and business practices
• On call, after hours and/or weekend work as required
• Must be able to travel locally on occasion

Additional Qualifications/Traits

• Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
• A mind for the details. Okay we know "detail-oriented" is on about every job description - but we really mean it!
• Plays well with others. You will be working in a high-functioning team environment. We work together in order to win together.
• Collaborative contributor. You need the ability to coordinate and supervise staff while remaining an individual contributor to the team.
• Works well in a time crunch. There will be multiple time sensitive requirements and youll need the ability to meet deliverable due dates.
• Fantastic problem solver. Your job is not only to find the problem, but more importantly, find the solution. You work well and expediently under pressure.

#Dice

So What About the Perks? Perks matter

• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
• But Wait, Theres More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. Were as passionate about your professional development as you are. With that, well put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Gratitude is Green. We offer competitive pay across the organization, because, well money matters!

• In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!
• Give Us a Reason (or not), and Well Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each others company outside of day-to-day work.
• Smart-Casual Dress. Come dressed in jeans (youll fit right in with the rest of us).

• Paid Time Off & Paid Holidays. Not just lip service: we work hard, to play hard.

Anything Else? Absolutely.

DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but well save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and dont forget Phoenix Business Journal Healthiest Employers (okay, well stop there)!

Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.

And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!